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91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
Ch-ch-changesCh-ch-changesTips for Successfully Navigating Change
Sandy Hicks, CPPB & Charlene Lydick, C.P.M.
University of Colorado
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
“Change is inevitable – except from a vending machine.”
~ Robert C. Gallagher
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
University of ColoradoUniversity of ColoradoDenver campus
Anschutz Medical campus
Colorado Springs campus
Boulder campus
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
Procurement Service CenterProcurement Service Center
Strategic Goals:
• Streamline the procure-to-pay process
• Lead in the use of technology
• Enhance services provided to our customers
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
ChangesChanges1. April 2009 Concur Expense System
2. Aug 2010 Moved Offices
3. Dec 2010 Revised P-Card Program
4. Jan 2011 Changes to Procurement Rules
5. April 2011 New Travel Program
6. June 2011 Revised Travel Card Program
7. July 2011 Revised Fiscal Procedures
8. Aug 2011 eProcurement Platform
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
ChangesChanges
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
Change is hardChange is hard“Faced with the choice between
changing one’s mind and proving there is no need to do so, almost everyone gets busy on the proof.”
~ John Kenneth
Galbraith
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
Change DestroyersChange Destroyers• People leading the change think that
announcing change is the same as integrating change
• People’s concerns with change do not surface or are not addressed
• People being asked to implement change are not involved in the planning
Source: Kenneth Blanchard
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
Change EnablersChange Enablers• Vision
Communication• Management Support and Sponsor
Communication• Understanding of Workplace Culture
Communication
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
Change EnablersChange Enablers• Commitment
Communication• Plan
Communication• Training
Communication• Flexibility
Communication
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
Leadership TeamLeadership Team
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
Lessons LearnedLessons LearnedVision Statement • Present a clear picture of the
change and reasons why, including benefits of change
• Have your elevator speech ready
Vastly improved reporting
Excellent ROI
Greater
efficiencies
Time saver Cost
savings
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
Lessons LearnedLessons LearnedKnow Audience
Executive
End Users
SuppliersOwn Staff
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
Lessons LearnedLessons LearnedYour staffTiming is crucialRight amount of informationInvite questions and suggestionsListen to questions; respect suggestionsKeep updated
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
Lessons LearnedLessons LearnedSuppliers
Bring in strategic suppliers earlySolicit their adviceLearn from their historyKeep updated
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
Lessons LearnedLessons LearnedEnd UsersFind allies among key departmentsUse them to garner executive supportPoint out benefitsAsk their opinionInvolve as pilot group
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
“If you wait to do everything until you’re sure it’s right, you’ll
probably never do much of anything.” ~ Win Borden
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
StrategiesStrategiesElectronic NewsletterPSC Communicator“Coming soon” announcementsImportant datesGo live dates Ongoing informationHow to get helpWho to contact
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
StrategiesStrategiesEnd User InvolvementSelect strategicallyPart of RFP teamPilot groupAsk for and consider their adviceUse their experience as selling point to
rest of university
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
StrategiesStrategiesTrainingOwn staff
• Provide overview(s) early in process• Classroom and/or online• Determine ‘go to’ experts• Provide written documentation and/or
step-by-step guides
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
StrategiesStrategiesTrainingEnd Users
• Identify audience• “JIT” training• Classroom and/or online• Determine level of detail• Help Desk for follow up questions
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
StrategiesStrategiesTownhall Meetings
Face-to-face time with end usersInvaluable throughout change processPrepare agendaMultiple times & locationsLeave time after for questions/concerns
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
StrategiesStrategiesFAQs and TipsInclude in newsletterIncorporate in training documentationFor own staff, ensure everyone who
needs to know, gets the informationPost internally for future reference
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
StrategiesStrategiesSuppliersOngoing communication crucialDesignated contactsBusiness reviewsPhone conferencesKeep advised of changes as appropriate
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
StrategiesStrategiesStay Flexible
Be prepared to revise plansListen and adaptConsult with leadership teamEmbrace change
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
StrategiesStrategies
Positive attitudeUpbeat
Use humor
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
Take AwaysTake Aways Develop the Vision Involve the right people Listen and learn Provide training Stay Engaged Communicate, communicate,
communicate
91st Annual Meeting & ExpositionApril 1 – 4, 2012
Anaheim, California
Change brings opportunity. ~Nido Qubein
If you take the attitude of embracing change and finding the good in it, your life will be easier and happier. ~anonymous
